Processing patron-initiated self-exclusions

Patrons can exclude themselves from 1 or more venues without having to physically enter a venue. They can do this with help from Gambling Help Queensland.

A patron can choose to exclude themselves from a gaming venue (or part of it), or gambling activity or product. They can do this at the venue or remotely through Gambling Help Queensland.

If a patron wants to self-exclude from your venue (or gaming area), you must help them.

Read your industry resource manual for information on how to process self-exclusions.

In-person self-exclusions

To process in-person self-exclusions, use the in-person self-exclusion flowchart as a guide and follow the steps.

Step 1—Receive the application

Patrons applying to self-exclude in person must complete form 3A—self-exclusion notice and give it to you, the licensee, to process.

Step 2—Complete a self-exclusion order

Complete form 3B—self-exclusion order and give it to the patron. You can do this in person, by email or by post.

The Form 3B must reflect the exclusion requested by the patron on Form 3A, including the relevant area or venue.

If you want to apply the exclusion to additional areas or products than those requested by the patron, consider whether an exclusion direction is appropriate. You can be fined if you don't do this.

Step 3—Put them in touch with a help service

Give them the contact details for a gambling help service provider.

Cooling-off period

You must let them know they have a 24-hour cooling-off period.

The cooling-off period starts when you give them form 3B.

After that, the self-exclusion:

  • will be in place for 5 years
  • can't be revoked in the first 12 months.

Remote self-exclusions

A patrons can exclude themselves from 1 or more venues (up to 30) without having to attend a venue in person. This is remote self-exclusion.

Gambling Help Queensland helps patrons through this process.

If a patron asks you about remote self-exclusion, refer them to the Gambling Help Queensland website or phone 1800 858 858.

Gambling Help Queensland provides free, confidential counselling and support across the state.

What Gambling Help Queensland will do

Gambling Help Queensland will help the patron:

  • complete the self-exclusion documents
  • choose the venues they want to exclude themselves from—often these will be close to home or their workplace
  • understand what self-exclusion means, including the cooling-off period.

They will send you the following documents:

They will verify the patron's identity before submitting a remote self-exclusion request. To protect personal information, they won’t give you a copy of the patron's identification.

Your role in remote self-exclusions

Nominate someone at your venue to receive the self-exclusion documents. Consider publishing a dedicated email address on your venue’s website for patrons and Gambling Help Queensland to submit self-exclusion forms electronically. Make sure the email account is routinely monitored so self-exclusion requests can be received and processed promptly.

To process remote self-exclusions, use the remote self-exclusion flowchart as a guide.

Also consider...